Service Level Agreement

Provision of Purchased Services

BKAI will (a) make the Services and Content available to Customer pursuant to this Agreement, and the applicable Order Forms and Documentation, (b) provide applicable BKAI standard support for the Purchased Services to Customer at no additional charge, and/or upgraded support if purchased, (c) use commercially reasonable efforts to make the online Purchased Services available 24 hours a day, 7 days a week, except for:

(i) planned downtime (of which BKAI shall give advance electronic notice), and

(ii) any unavailability caused by circumstances beyond BKAI’s reasonable control, including, for example, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving BKAI employees), Internet service provider failure or delay, Non-BKAI Application, or denial of service attack,

and (d) provide the Services in accordance with laws and government regulations applicable to BKAI’s provision of its Services to its customers generally (i.e., without regard for Customer’s particular use of the Services), and subject to Customer’s and Users’ use of the Services in accordance with this Agreement, Documentation, and the applicable Order Form.

Excusable Delays

In the event of a delay caused by inclement weather, fire, flood, strike or other labor dispute, act of God, act of governmental officials or agencies, or any other cause beyond the control of Customer or BKAI, Customer or BKAI shall be excused from performance hereunder for the period of time attributable to such delay, which may extend beyond the time lost due to one or more of the causes mentioned above. In the event of any such delay, this Agreement may be revised by changing the Project Period or other provisions, as appropriate, by mutual agreement of the parties.

Issue Response and Resolution

Considering the complexity of the Issue, the Customer must reasonably attempt to resolve it before contacting BeeKeeperAI. Documentation is available to the Customer at the EscrowAI Help Center to assist with self-service Issue resolution. The Customer agrees to fully cooperate with BeeKeeperAI in responding to an Issue, including conducting diagnostic or troubleshooting activities as requested and appropriate.

Customers may contact BeeKeeperAI using the Customer Support Request feature available in the Help Center.

Levels of Support

Issue Level	Description	Response Time	Hours of Operation
Priority 1 Urgent	EscrowAI Application services are not available OR Authorized users are unable to perform any task on the UI	1 business hour	Mon-Fri 9A-5P PT
Priority 2 High	EscrowAI Application Services are available. EscrowAI Application Instance (production) is functional but certain critical features or functions are failing. A workaround is available	4 business hours	Mon-Fri 9A-5P PT
Priority 3 Medium	EscrowAI Application Services are available. EscrowAI Application Instance (production) is functional, but certain minor features or functions are failing	1 business day	Mon-Fri 9A-5P PT
Priority 4 Low	Workflow questions Cosmetic errors or minor enhancements	2 business days	Mon-Fri 9A-5P PT Help Center: 24x7

Updates

BKAI will provide Customer with all Maintenance Releases that BKAI may, in its sole discretion, make generally available to its licensees at no additional charge. Customer is required to accept all Maintenance Releases. All Maintenance Releases provided by BKAI to Customer are deemed licensed to Customer. Customer does not have any right hereunder to receive any New Versions or New Capabilities that BKAI may, in its sole discretion, release from time to time.

Beta Services

From time to time, BKAI may make Beta Services available to Customer at no charge. Customer may choose to try such Beta Services or not at their sole discretion. Any use of Beta Services is subject to the Beta Services terms published at Beta Service availability.

Free Services

BKAI may make a Service available with a clear and conspicuous written notice specifying that the Service is provided free of charge, on a trial basis and/or to be used at your own risk (“Free Services”). Notwithstanding any other provision of this Agreement, Customer acknowledges and agrees that: (a) Free Services are made available without any support, maintenance, warranty, commitment to availability, security, or accuracy, or other related obligation of any kind under this Agreement, unless otherwise required by applicable law; (b) Free Services may not include or allow access to all features and functionality available to paying customers; (c) BKAI may terminate the use of a Free Service at any time, unless otherwise specified in writing, and BKAI will not be liable for such termination; and (d) data, information, and content submitted to a Free Service may be permanently lost, and BKAI will not be liable for such loss. Additional terms and conditions may apply at the time of the trial or free use period. Any such additional terms and conditions are incorporated into this Agreement by reference and are legally binding.

Policy Modifications

BeeKeeperAI reserves the right to modify or update this Support Policy from time to time, with such revisions applicable upon the start of the Renewal Term of Customer’s Services.

Last Updated: August 22, 2025